Review Time
i finally got the go ahead from my lawyer to post this.What a poor excuse for a ticketing company. the refund policy and customer service are even worse. i spoke with a SENIOR customer service representative named Marika and from the get go there was no humanity, just policy.My mother and I were planning a trip to New York for her birthday and retirement. I bought us tickets to her dream show The Lion King! Unfortunately when I told my mom, she surprised me with a staycation to save money in this failing economy. I immediately cancelled our tickets expecting a refund as I got the protection. To my dismay, you only get a voucher. I reached out to politely request for a refund and got nothing but a robot of customer service. I have never experienced so much unwillingness to help. I wanted to see if my voucher worked as I no longer trusted this company to see if I could convince my mom to make the trip with me since it would be a waste of money, time, and energy + Marika and team were not fun to work with and to my surprise, the voucher did work. I followed up on my email thread to let them know what I had done and why and they were even less helpful and NOW I’m finally going to speak to management? I should have been speaking with them from the start. I had made reservations for another show from a different company and told them my situation and had the best customer service and got my refund within the first response. This company can learn from them.If you buy tickets through new york theatre guide just know this: they are way more than face value, they have the worst customer service and you can find the best of both of those at broadwaydirect.com i demand my money back and don’t look forward to hearing back from you.
I have ticket protection. Billy Porter cancelled his performance with Cabaret due to illness. There is no customer service phone number to reach New York Theatre Guide to request a refund, even under such circumstances. Instead, they Live Chat, and offer you a voucher for the amount you paid for future shows - within a year. So, what we had to do was cancel another event, in order to use their voucher. Not only that, but we ended-up booking "Oh, Mary!" for an additional $400, as the only good seats left on a night we could attend was Sunday. So while NYTG wants TrustPilot readers to believe that they fulfilled their ticket protection agreement, don't be fooled by their smoke-and-mirrors, as their "refund" policy doesn't offer refunds. The other Broadway show ticket vendor DID fully refund us. More so, we were able to talk with them on the phone. I was honest with them about why we had to cancel, and the customer service rep said that next time, she hopes we buy Broadway tickets through them, instead.Between May & June, I purchased at least 7 Broadway shows through NYTG (see my email to verify), plus Cabaret for Sept 19th's performance. Regrettably, I'm inclined not to buy through this vendor again - especially with a response like they put on TrustPilot.
Finnian was great all the way throughout a real nightmare!My wife was so excited booking a show she booked the wrong day and gave a mispelt email.Finnian took the time to understand and resolve the issue enabling us to eventually rebook for the Chicago Sunday show.Thank you Finnian great service!
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